The Membership Experiences Manager is responsible for providing the highest level of service to IFT members and customers. They are primarily responsible for executing the department’s initiatives and the organization’s recruitment & retention strategies leading to increased member engagement and revenue growth.
In this capacity, the Membership Experiences Manager will collaborate with Membership, Marketing and other related areas on execution. This individual works collaboratively with staff and volunteers to ensure successful completion of all membership initiatives. They will serve as an ambassador of IFT’s membership by providing excellent customer service and member satisfaction while ensuring members are aware of their benefits and increase overall usage.
Essential Responsibilities
Member/Customer Recruitment
Identifies opportunities to drive member value and revenue across the organization including leveraging Sections and Student Chapters
Continually seeks new and innovative ways to deliver an excellent membership experience through improved processes and procedures, including new member activation, renewals, updating member profile information
Utilizes member and customer data and apply critical thinking and problem-solving skills to research new member growth strategies
Ensures timely, accurate creation and implementation of the membership development and engagement strategies for all segments of membership and customers
Collaborates with marketing team to recommend and execute effective communications for new member acquisition
Supports customer development plans to achieve membership and product growth goals through increased customer/member engagement
Member/Customer Engagement and Retention
Supports the development of communications for member engagement, including tracking of membership recruitment and retention tactics for effectiveness
Develops and supports section and student chapter membership engagement and retention efforts
Maps and updates member engagement metrics and distribute dashboard reports
Works cross-functionally to remain aware of leadership opportunities and resources across the organization and build automated membership campaigns to increase engagement
Surfaces member engagement events from sections, chapters and across the organization to populate content in IFT Connect HUB
Membership Experience Department Operations
Streamlines operations to leverage automation capabilities and effective customer service efficiencies
Manages membership digital assets including online member center, membership web pages and emails with the goal of increasing conversions and capturing information about potential members
Compiles and distributes bi-monthly Membership Update Report and monthly Membership Engagement Dashboard
Approves and fulfills requests for hardship and emeritus membership in a timely manner
Prepares IFT booth materials for membership recruitment success at section meetings and trade shows
Supports current and future joint membership programs
Represents IFT professionally at IFT Annual Event & Food Expo and other organization or industry events as needed
Maintains and updates the IFT Membership Procedures
Develops accurate and timely reports on all membership retention and recruitment activities, including annual membership data summary analysis highlighting trends in membership
Provides insight on Personify data collection needs for membership initiatives
Assists in the development and maintenance of annual membership budget to support organizational objectives
General Responsibilities
Perform other duties as requested by Director, Membership Experiences, to support other membership, or volunteer related projects to achieve team goals
Provide back-up support to IFT Central as needed
This is not meant to be a complete or comprehensive list as responsibilities may change; other duties, responsibilities and activities may be assigned at any time.
Experience Requirements
Bachelor's degree (or equivalent experience) in Business, Communications, or related area
Three years of related experience in a similar position, preferably in an Association environment
History of successful relationship building with various stakeholders including colleagues
Fluency in membership database systems, preferable Personify
Proficiency in Microsoft 365 Office Suite
Competency Requirements
Competency with social media tools
Demonstrated competencies in budgeting and financial management
Superior tact and diplomacy
Team and service orientation
Positive sense of urgency
Effective relationship builder, team member and individual contributor
Superior written and oral communications
Demonstrates a commitment to follow-through; results orientation
Demonstrates an understanding of IFT’s mission, vision and strategic promises
Manager Skill Requirements
Help facilitate initiatives to improve customer experience & enhance engagement; take ownership of customer issues and follow problems through to resolution
Manage projects, processes, and/or people to accomplish individual, departmental, project, and organizational goals; when supervising, provide effective feedback and help develop direct reports
Recognize and address issues that are outside a single perspective/role; promote creative, novel thinking and apply it to existing and emerging situations
Pivot when change occurs or priorities shift; be an enthusiastic supporter of new processes or initiatives; continuously offer suggestions for improvement
Maintain fiscal accountability while ensuring appropriate use of resources; may oversee budgets and contracts
Successful collaborator; foster effective working relationships with colleagues, especially those on teams, projects, and within the reporting relationship
Work Conditions
Travel 5%, domestically, including the ability to occasionally attend evening, weekend and overnight meetings
Physical demands
Sitting for extended periods of time and may involve walking or standing for brief periods of time.
Ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body.
Use of hands and fingers to operate a computer keyboard, mouse, and handling of other office equipment
Specific vision abilities required by this job include close vision requirements due to computer work
IFT Statement on Diversity
Diversity is vital to the immediate and long-term success of IFT. With an open mind, we continue to embrace and respect all peoples, regardless of background, lifestyles, abilities or beliefs, reflecting the needs of a global population. We create an environment that celebrates, and benefits from, the richness of all cultures and the food needs they represent. We strive to empower all food professionals to excel.
About Institute of Food Technologists
Since 1939, the Institute of Food Technologists (IFT) has been a forum for passionate science of food professionals and technologists to collaborate, learn, and contribute all with the goal of inspiring and transforming collective scientific knowledge into innovative solutions for the benefit of all people around the world. As a scientific community grounded in purpose, IFT feeds the minds that feed the world.
